Introduction

The Advanced Services legacy portal allows Fortinet customers with an active Advanced Support service or FortiGuard Incident Response service contract to request different service activities in exchange for Service Points. For information on Advanced Services and Incident Response in the FortiCare portal, see the FortiCare administration guide.

Eligible contracts

The Advanced Services portal is available to customers with the following contracts:

• For access to Advanced Services Requests (AS Requests): Enterprise Premium, Enterprise Business, Enterprise First or Global First, Service Providers Select or Service Providers Elite or Global Elite, AS Core, AS Pro, AS Pro Global, AS Pro Plus and AS Pro Plus Global.

• For access to Incident Response Requests (IR Requests): FortiGuard Incident Readiness Subscription Service.

Service requests

Two types Services Requests are available:

• Advanced Services Requests: Provides professional assistance to get the most out of your Fortinet products. Services include, Customer On-Site Visit, Remote After-Hours Assistance, and more.

• Incident Response Requests: Provides support for planning your security posture, identifying gaps in your security processes, and develop a playbook in the event of a critical attack. Services include, Incident Response Support, Incident Response Playbook Development, and more.

Service points

Service Points are exchanged to perform a service request. Each service request is assigned a set number of Service Points. After a request is created, a member of Fortinet's support team will contact you to review the scope of the request and the number of points required to complete the request. The number of points required may be adjusted depending on the scope of the request. After the scope and points required are agreed upon by you and the Support team, the points will be reserved in your account. Service points are deducted from your points balance at the time a service request is completed.